Answer Happy

Elements of Organizational Culture
Organizational cultures can be diagnosed by close examination of
four things. This exercise will help you practice identifying these
elements of culture as they operate at the retail organization,
Nordstrom. This activity is important because identifying cultural
elements is the first step to take to improve organizational
culture. Organizational cultures reflect the internal environment
of the organization. The goal of this activity is to learn how to
diagnose a culture, as it is one of the most important factors that
influence an organization's response to its external environment.
Like an individual's personality, it can often be sensed
immediately by examining four things, including (1) mission
statements and goals; (2) business practices; (3) symbols, rites,
and ceremonies; and (4) stories.
Read the mini-case, then match up examples with the
appropriate elements of culture.
Nordstrom, a retail organization founded in Seattle, WA, is
known for its outstanding customer service and high-quality
shopping experience. Nordstrom states “Our number one goal is to
provide outstanding customer service.” Nordstrom employees and
customers alike are typically aware of reports that Nordstrom once
returned money to a customer who was attempting to return
tires—something Nordstrom doesn’t sell. In another example of
heroic customer service, an employee discovered that a customer had
left her luggage and flight itinerary in the parking lot of a
Nordstrom in Connecticut. The employee drove the customer's luggage
to JFK and reached her before the flight left. These tales may or
may not be true; however, employees go out of their way to make
customers feel special. For example, employees wrap purchases in
tissue, place them in a bag, and walk from behind the counter to
hand the bag to the customer. Sending handwritten thank-you notes
written by a Nordstrom sales associate to a customer who has made a
purchase is common practice. Nordstrom also encourages employee
empowerment and career growth. At Nordstrom, serving people in an
excellent manner with excellent products matters. And in order to
make that happen, employees matter as well.
For each item, select the element of culture the example
best represents.
1. Sales associates write to thank customers for a purchase.
(Click to select) Business
practices Stories Formal statements and
official goals Symbols, rites, and ceremonies
2. Employees wrap purchases in tissue and then place them in a
bag.
(Click to select) Business
practices Stories Formal statements and
official goals Symbols, rites, and ceremonies
3. After a customer left her luggage and flight itinerary in the
Nordstrom parking lot, an employee drove it to the airport for
her.
(Click to select) Business
practices Stories Formal statements and
official goals Symbols, rites, and ceremonies
4. Nordstrom encourages employee empowerment and career
growth.
(Click to select) Business
practices Stories Formal statements and
official goals Symbols, rites, and ceremonies
5. Employees walk out from behind the sales counter to hand bags
to customers.
(Click to select) Business
practices Stories Formal statements and
official goals Symbols, rites, and ceremonies
6. Employees and customers alike are aware that reports exist
that Nordstrom once returned money to a customer wanting to return
tires—something Nordstrom doesn’t sell.
(Click to select) Business
practices Stories Formal statements and
official goals Symbols, rites, and ceremonies